http://www.impactlearning.com/

1. impact learning systems
SUCCESS CASES case #3
Improving Productivity and Communication Skills
“The engineers know this stuff Situation
but Impact Learning Systems got Ascom TEMS (formerly Ericsson) technical support was looking to become more cus-
them to use it . . . ” tomer focused by changing the engineers’ mentality toward customer communica-
tion. With their customer satisfaction score at 3.5 (on a 5 point scale), management
Mark Laing wanted to focus on improving customer satisfaction rates to achieve the company‘s
Regional Support Manager
Ascom TEMS
customer satisfaction goal of 3.9. In addition to their main goal, TEMS also wanted to
focus on the following areas:
• Continuing to be professional even after an engineer becomes familiar with the
customer
• Understanding customer needs
• Dealing with upset callers
• Classifying issues properly
• Improving overall communication skills (verbal and written)
• Increasing productivity
Action Taken
Ascom decided to partner with Impact Learning Systems due to Impact’s emphasis
on business results and their blended learning format. This format offered a com-
bination of online learning and classroom reinforcement which allowed Ascom
to maintain productivity levels while completing the training requirements. Mark
Laing, America’s Regional Support Manager, selected the training program Getting
to the Heart of Technical Support™ for the technical engineers, and Getting to the Heart
of E-mail Communication™ for the entire staff.
The programs included online modules which allowed Ascom’s employees to com-
plete the training at their own pace. Once the online learning was complete, an Im-
pact trainer facilitated an on-site training session to reinforce the skills learned in
both programs and coached the manager on how to follow-up the learning with
on-the-job reinforcement tools.
Results
The positive reaction to the program and extensive management reinforcement re-
sulted in the TEMS business unit beating their goal of 3.9 and achieving a customer
satisfaction score of 4.1 seven months after training was completed. One year later,
the score had increased to 4.19, a 20% improvement!
info@impactlearning.com “Impact helped the engineers recognize that not all customers are technically savvy. They
need to speak to the customer’s level and not just be a technical guru all the time . . . ”
 805-781-3283
Toll Free: 800-545-9003 Mark Laing
www.impactlearning.com Regional Support Manager